We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 384134 results
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Decision Reference DRN-5858999
1 Dec 2025 Acasta European Insurance Company Limited Not upheldInsuranceDRN-5858999 The complaint Mr H is complaining that Acasta European Insurance Company Limited (Acasta) have declined a claim he made on his Guaranteed Asset Protection (GAP) insurance policy. What happened In January 2023 Mr H took out a GAP policy when he bought a car. In April 2025 he... (2 pages)View decision -
Decision Reference DRN-5790848
1 Dec 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5790848 The complaint Mr B complains about an outstanding balance remaining on a credit agreement he held with Close Brothers Limited trading as Close Brothers Premium Finance (“CBPF”). What happened In early April 2025, Mr B took out a goods in transit insurance policy with a thir... (3 pages)View decision -
Decision Reference DRN-5839912
1 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5839912 The complaint Mr D complains about how he was treated by Nationwide Building Society when he visited its branch. What happened A summary of what happened is below. Mr D visited his branch in January 2025 to do some specific business. This was after he’d tried calling but was... (2 pages)View decision -
Decision Reference DRN-5951487
1 Dec 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5951487 The complaint Mr K complains Bank of Scotland plc trading as Halifax won’t refund transactions made from his accounts, he says he didn’t make or authorise. What happened In October 2024, Mr K says he discovered his partner had set up online banking in 2015 and had made tran... (4 pages)View decision -
Decision Reference DRN-5672408
1 Dec 2025 Connells Limited Not upheldInsuranceDRN-5672408 The complaint Mr and Mrs S have complained that Connells Limited (‘Connells’) didn’t advise them to top up on their Life and Critical Illness Cover (‘CIC’) policy as it should have done. Mr and Mrs S are represented in bringing their complaint but for ease of reading I will... (5 pages)View decision -
Decision Reference DRN-5764010
1 Dec 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5764010 The complaint Mr and Mrs M complained their claim for storm damage was declined and were unhappy with the general handling of their claim. Zurich Insurance Company Ltd (“Zurich”) were providing the home insurance policy. What happened Mr and Mrs M made a claim to Zurich when... (3 pages)View decision -
Decision Reference DRN-5877369
1 Dec 2025 Santander UK Plc Not upheldMortgagesDRN-5877369 The complaint Miss F complains that Santander UK Plc didn’t treat her fairly when she wanted to port her mortgage. She asks that it refunds the early repayment charge (ERC) she paid. What happened Miss F had a mortgage of about £173,000 with Santander on an interest only bas... (3 pages)View decision -
Decision Reference DRN-5891475
1 Dec 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5891475 The complaint Mr R is unhappy with how First Central Underwriting Limited (First Central) handled his car insurance claim. Mr R’s mother represented him when he referred his complaint to this Service, but I’ll refer to Mr R throughout because he is the complainant. What ha... (6 pages)View decision -
Decision Reference DRN-5985657
1 Dec 2025 AWP P&C S.A. Not upheldInsuranceDRN-5985657 The complaint Mrs K, Mr K1 and Mr K2 complain about how AWP P&C S.A. (‘AWP’) handled an emergency medical assistance claim under their travel insurance policy. All references to AWP include the agents appointed to handle claims and complaints on its behalf. What happened... (3 pages)View decision -
Decision Reference DRN-5891330
1 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5891330 The complaint Miss Z complains Barclays Bank UK PLC’s IT outage meant she couldn’t make payments and it failed to log a complaint or arrange a call back. What happened Barclays had an IT outage over the weekend of 31 January to 2 February 2025. Miss Z said she was unable ... (2 pages)View decision
